Overview

Operates in 100+countries, employs 50k+ people worldwide Headquarter in UK. IT Infrastructure is the centric backbone of Manufacturing and R&D operations Dependency on IT is in the key areas of Operations, Maintenance, Innovations, Applications, Clouds and Business Process

Challenges and Points

Proper call logging process not in place Lack of coordination between vendors SLAs were running without proper ownership

Inconsistency in support window across sites

Asset management out of control

Lack of automated mechanism for monitoring and management of business process and applications

Unsecured data & backup on business mobile devices

Software deployment not following any compliance Information security policies not enforced

Solution & Changes Implemented

Underwent a site study and derived a comprehensive functional solution Reduced multi vendors for end point management

VPS become single point of contact for end user services

Introduced Emergency Response Team Services

Defined time bound support matrix for sites by Hybrid solution (onsite, on call & remote support)